I put in a claim for surgery done in Sept 2021 and was told claims were taking up to a month to process etc. I rang on Friday 22/10/2021 as it was 4 weeks and had not heard a thing from them. I was told it would take a further 14 to 21 days even though the claim had been approved. I politely told the gentleman I wasn't prepared to wait a further 14/21 days and said I was very unhappy with the service. I then got another phone call from Portsmouth and it was a lady asking what account I wanted the money paying into. After telling her she said it would be in that day and no it wasn't in the account so I will be ringing again tomorrow to find out what is going on I am fuming with them. I personally would stay away from this pet insurers because they are taking far too long with claims which people have had to shell out for.